This webinar looks at the need to monitor customers’ vulnerabilities over time, often in the context of the lifecycle of a product.
Few vulnerabilities remain entirely unchanged. Some are transient, some progress, and some can be addressed or resolve themselves. At the same time, individuals may acquire new characteristics of vulnerability.
It is important that data is stored and shared so that engagements with consumers always take into account each individual’s vulnerabilities.
Why it is important to store and share information about consumers
Why it is important to keep data up to date
Why and how vulnerabilities change over time
Why this matters across product lifetimes
When to assess and reassess someone, whether on a scheduled or as-needed basis
Incorporating changes reported by consumers or captured through other systems
When a reassessment may be required
Creating alerts to warn when vulnerabilities change
Reporting requirements relating to changing vulnerabilities
Privacy and GDPR considerations
Why accurate, up-to-date data is essential to support and assist vulnerable customers
Reg Cobb
Reg is the Co-Chair of Signing Bank UK and is the Chief Executive Officer of deafPLUS, a prominent charity specialising in providing vital advice services to deaf individuals across England. As a profoundly deaf individual from deaf parents, and having attended a deaf school, Reg brings a wealth of firsthand experience and deep understanding of deaf-related issues to his role. With a rich background working within various deaf organisations, Reg is widely regarded as a trusted authority in the field.
Andrew Gething
Andrew is the founder and managing director of MorganAsh. He is a recognised consumer vulnerability specialist and champion, is the driving force behind the award-winning consumer vulnerability management tool, MARS.
James Edmonds
Consumer Duty consultant James works with firms in the financial services sector, to help them understand and overcome the many customer vulnerability challenges with the FCA’s Consumer Duty regulations. James has extensive knowledge in customer experience, of which identifying, supporting and communicating with vulnerable customers is a key component. James has operated in customer experience and strategy roles primarily in financial services for nearly 20 years, having worked at L&G, RSA, More Than, JUST, James Hay and Nucleus.
Next webinar
In our next webinar, scheduled for 19 May, we look at the need to support and help people once a vulnerability has been identified, including vulnerabilities that create an obligation to provide support, adapt customer journeys, or tailor communications.